Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our User Agreement and Privacy Policy.

Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our Privacy Policy and User Agreement for details.

Forgive me for this indulgence. When I asked my marketing department to come up with a slide to depict a business slowing down. They came up with two to give me a choice… Love both of them so I left them in.Complexity IS the hand-break on a business. If it is more complex it will take you longer… cost you more… limit you horizons..

SLOWS BUSINESS DOWN.

So how does UC fit here?Unifying your approach to business communications can mean simple things like more calls.One of my customers in the legal industry records an additional 200 calls week. You appreciate calls convert to revenue very quickly in the legal industry. He achieves this because calls get answered by the right person quicker.A more responsive organisation has happier customers. I mean look at ShoreTel’s customer sat scores . Happier customers means better PR, more reference ability, more business. A connected business, is an efficient business. The fact I can turn any telephone into my office phone means geography is no hand-break on efficiency.Lets look at the costs. A simple solution takes less time to manage and therefore less headcount. I don’t have to travel so much as I can connect so easy. Maintaining a low TCO means that my UC solution will work for me through a LONG life time. Optimized communications, means &lt;build&gt; agile business.

Well from that previous slide it’s a position of opposites.If it takes you longer to talk to your customers… i.e. finding the right number, operating the right device, not getting to your voice mails quick enough. Generating unhappy customers…. Just spending time fixing and fidgeting to get things to work for you, creates a significant increase in non productive time.In smaller business this can be amplified. You invest in skills training of your staff and they up and go to pastures new. A system is down longer because it is complex to repair. Your ability to react to change is hampered.I once asked a prospective customer of ours. How long it takes them to add a user to their system. They said 4 days!... It was a managed service. They had to raise a PO and get it approved and then the supplier had to process it…. Three clicks of a mouse in ShoreTel.&lt;build&gt;The net result is complexity. Complexity is the thing that….. &lt;build&gt;

Why should it have to be complex, whether you are a small business or a large business. The benefits of Brilliantly Simple UC can produce results that directly impact the bottom line.

20.
As the economy started to show signs of a recover in 2010, reducing costs and maximizing employee productivity and efficiency while gaining a competitive edge continue be to high on many organisations agenda<br />Economic Downturn<br />To ensure that customers are dealt with in the most efficient manner, contact centre vendors are incorporating UC technologies such as instant messaging within their contact centre solutions. This gives agents access to skilled workers within the organisation that are not part of the formal contact centre to ensure first contact resolution.<br />UC Integration<br />With organisations looking to improve productivity of their agents in the difficult/challenging economic climate, workforce management (WFM) applications are allowing companies to maximise the efficiency of agents within their contact centres<br />Agent Productivity<br />Contact centre organisations are increasingly demanding the ability to be able to have employees work from home and remote location which can lead to cost saving for the organisation and better work-life balance for employees <br />Remote Workers<br />Contact Centre – Market Trends<br />Contact Centre – Market Trends<br />

21.
In a worsening economic environment with less new customers available, organisations are looking to retain existing customers to develop future business where a high level of customer services is essential. In addition, organisations are looking to attract new customers where a high level of customer service can differentiate from the competition. Contact centres provide a key tool to achieve both of these goals.<br />Customer Retention and Generation<br />As e-commerce continues to grow, contact centres are having to deal with various different communication mediums such as e-mail and web-chat. The recent increase in Web 2.0 applications/sites such as Facebook and Twitter is creating demand for new mediums of communication within the contact centre.<br />Multimedia Contacts<br />As organisations try to remove costs from their contact centre, they are looking to self-service applications such as IVR/Voice Portals to reduce the need for live agents and further automate processes for the customer. Organisations have to carefully analyse which contacts can be effectively handled by an automated solution to ensure high levels of customer satisfaction are maintained.<br />Cost Reduction<br />Organisations have started to use contact centre technology within back office environments to effectively deal with media not traditionally handled by the contact centre such as white mail<br />Back Office Integration<br />Contact Centre – Market Trends<br />Contact Centre – Market Trends<br />

22.
Multimedia Contact Centre – Market Trends<br />Multimedia Contact Centre – Market Trends<br />Customer expectations have changed – email is now a standard form of contact and as broadband becomes increasingly adopted this will drive the requirements for web interaction<br />Customer Expectations<br />Different generations are used to communicating via different channels. For example, one generation may regard voice as the chief means of communicating with a contact centre, whereas others may consider social media (e.g. Twitter and Facebook) as the chief means of communicating. <br />Generational Shift<br />The contact centre is a critical communication point between the customer and the organisation. Through utilising multimedia capabilities effectively, organisations are able to sustain/increase customer satisfaction/retention.<br />Customer Satisfaction<br />The advent of 3 and 4G technologies (mobile handsets) is expected to initiate/drive this type of communication between customers and centres/agents throughout the projection period<br />Video Communication<br />

36.
Unified Desktop to Support FCR<br />“A unique advantage of the ShoreTel Contact Center solution is in its ability to integrate remote agents on the fly to help meet a surge in traffic. During public health panics like the recent peanut butter recall, our traffic more than tripled. ShoreTel lets us handle these kinds of spikes more easily since our poison specialists can login to the poison center and answer calls from home using their regular phone lines and respond quickly to concerned residents.” <br />- Dr. Robert J. Geller, Medical Director, Georgia Poison Control<br /><ul><li>Single client for all users in the system